Ingredients

Magento, Salesforce Service Cloud, and Kodif.

What are AI Policies?

At Kodif, we’re excited to announce the launch of Policies—a powerful, dynamic solution designed to revolutionize the way CX managers handle customer support. Unlike traditional flows, which are rigid and complex, Policies empower non-technical users to create and manage customer interactions with ease. Written in natural language, Policies make it simple to define and refine customer experiences without needing to rely on complicated flowcharts or scripting. This approach is not only user-friendly but also self-serve, enabling CX teams to quickly translate existing Standard Operating Procedures (SOPs) into automation, saving valuable time and resources.

The flexibility of Kodif Policies ensures that businesses can offer personalized, context-driven support while continuously improving customer experiences. With Policies, you can experiment with different strategies to optimize outcomes such as CSAT, revenue, and retention—all without the need to rebuild complex workflows. Whether it’s automating routine interactions or testing new approaches for high-stakes scenarios, Policies provide a scalable, adaptable solution that aligns with your business goals. While flows still have their place in sensitive, high-risk situations, Policies offer an agile alternative that helps businesses innovate faster and deliver exceptional, tailored experiences at scale.

“Update shipping address” ticket type explained

In customer support, an “Update shipping address” ticket type is a request from customers to change the delivery address for their orders. This type of ticket is crucial because it requires immediate attention to ensure that orders are dispatched to the correct location, avoiding delays or lost shipments. Handling these requests efficiently not only enhances customer satisfaction but also minimizes additional costs associated with incorrect deliveries.

Which Platforms does this AI policy work on?

This AI policy works seamlessly on Magento, Salesforce Service Cloud, and Kodif. Moreover, Kodif integrates with all other major platforms, offering versatile solutions for diverse business environments.

When should I use this policy?

Use this policy when a customer requests to update the shipping address associated with their account. The policy logic flows as follows:

1. Ask for the User’s Current Email Address

2. Use @get_magento_account_details or @get_salesforceservicecloud_account_details to check if the provided email exists in the respective platform.

3. Ask for the New Shipping Address

4. Request the customer to provide the new shipping address they want to use.

5. Check for Duplicate Addresses

6. Use @check_address_exists to verify if the new shipping address is already associated with another account.

7. If it is, inform the customer: “The shipping address you provided is already linked to another account. Please provide a different address or contact support for further assistance.”

8. Update the Shipping Address

9. Use @update_customer_address(current_email: str, new_address: str) to update the customer’s shipping address in Magento or Salesforce Service Cloud.
10. Inform the customer that their shipping address has been successfully updated.

Policy logic

The policy logic is straightforward and designed to ensure accuracy and efficiency when updating customer information:

1. Ask for the User’s Current Email Address

2. Verify the email using @get_magento_account_details or @get_salesforceservicecloud_account_details.

3. Ask for the New Shipping Address

4. Gather the new address details from the customer.

5. Check for Duplicate Addresses

6. Utilize @check_address_exists to prevent conflicts with existing accounts.

7. Update the Shipping Address

8. Execute the update with @update_customer_address(current_email: str, new_address: str) and confirm the changes to the customer.

Example policy

To illustrate, here’s an example of how this policy can be implemented:

1. Request Current Email Address

2. Use @get_magento_account_details or @get_salesforceservicecloud_account_details to confirm the email.

3. Request New Shipping Address

4. Have the customer provide the desired new address.

5. Verify Address Uniqueness

6. Check for duplicates with @check_address_exists.

7. Execute Address Update

8. Update using @update_customer_address(current_email: str, new_address: str) and notify the customer of success.

Explore more AI policies

Discover how Kodif’s AI policies can transform your customer support operations by exploring our comprehensive library of solutions designed to enhance efficiency and customer satisfaction.